General Questions

What is Techinline Remote Desktop?

Techinline Remote Desktop allows you to conduct remote desktop sessions reliably
and securely. Having only a browser and an Internet connection will enable you to
connect to the remote computer, view and/or control its keyboard and mouse, communicate
via our built-in text chat, transfer files between computers, and sharing your own
desktop with the remote party.

Techinline offers 2 flexible pricing models: The unlimited plan costs just $30 per
month (or $300 per year), and the Pay-Per-Session plan starts at $39 for 5 sessions.
For a full summary of the available pricing options, please refer to the Buy Now page.

All your remote party needs to do is open the Techinline Support Request page (fixme.it)
in their browser. All that is needed for this is a Web browser and an Internet connection.
The user will be prompted to run a small browser add-on to complete the process.
At this moment, the Client will be displayed their Client ID and will be ready to
join the remote support session.

For the Expert, things are not much more complicated. All you need to do is open
your browser and go to the Expert page of the Techinline service (fixme.it/Expert)
to log into your account. You are now ready to start working with your Client It
really is as simple as that! Of course, you may feel the need to adjust some minor
session settings, but from the moment you log in, you are able to use the service.

Please note that if you run the Expert application on a workstation for the first
time, you'll be prompted to load a small browser add-on.

Please remember that neither you or your remote clients) do not have to:

Open any ports or configure your firewall in any way.

Know any IP addresses or other technical networking details.

Install any software or drivers on the computer or request your customer/user
do so.

Techinline Remote Desktop is currently available for the Microsoft Windows operating
system, and Internet Explorer, Mozilla-based (Firefox, Netscape, SeaMonkey), and
Google Chrome Web browsers. For detailed
system requirements, please refer to the System Requirements page.

With Microsoft Remote Assistance, you control remote computers that run any Windows
version (95 or later), but you can only use Windows 2000 server or XP to access
computers with the operating systems mentioned above. Techinline Remote Desktop
does not have this limitation and therefore can run under any version of Windows
(2000 or above).

With Microsoft Remote Assistance, the remote computer and the local computer both
need to be on the same network. This is not the case with Techinline Remote Desktop.

Microsoft Remote Assistance is difficult to set up. With Techinline Remote Desktop,
you can be set up and ready to go in seconds.

Using the service

The security warning dialogue doesn't appear and I can't run Techinline Remote Desktop
on my computer. How can I start the service?

It's possible that you may have high or custom security settings for the Internet
zone. In order to allow running Techinline Remote Desktop safely, please add
https://fixme.it to the Trusted Sites zone:

How do I transfer a file or folder from my computer to the remote computer, or vice
versa?

In order to perform this operation, select the preferred object(s) and Copy them
to your clipboard by right-clicking the mouse and choosing the necessary command,
or by pressing CTRL+C. Go to the location where you would like to place the object(s),
and Paste them by right-clicking the mouse and choosing the necessary command, or
by pressing CTRL+V. A Progress Bar will indicate that the transfer is taking place.

I am unable to see the Windows Vista User Account Control (UAC) warning prompts
which appear on the Client's screen. How do I get these messages to appear locally?

This occurs when the Client is logged in under a Standard User Account (does not
have administrator rights). In this case, upon launching the service, he/she will
be asked to input the administrator password. This must be done in order for you
to see the UAC warning messages on your screen. By proceeding without entering the
administrator password, the service will work, but the UAC message prompts will
not appear on your screen.

I am running the service behind a proxy server and am unable to establish a remote
connection. Is there anything I can do to use Techinline in this situation?

Techinline works through any proxy servers if they are properly configured. Most
likely, you are running the Techinline service in Firefox. Even if you have configured
the proxy for the Firefox browser, you will still need to do the same for Internet
Explorer. Techinline uses standard Windows functions for communications, which are
configured in Internet Explorer. As a result, for the service to work, you will
need to configure the proxy for IE.

Yes, Techinline generally works with Kaspersky Antivirus. However, Kaspersky Antivirus
has implemented a “self-defence” mechanism which blocks any remote modification
activity apart from Microsoft’s Remote Desktop. All remote control programs
are effected by this barrier and its parameters cannot be altered in any way by
the user. Please note that if the Kaspersky Settings window is opened and is in
focus on the remote machine, any remote control activity will be blocked. To enable
remote control, please close the Kaspersky Settings window or activate another window
on the remote machine. Furthermore, to avoid this problem altogether, the Techinline
application can be added to Kaspersky’s Exclusion List on the remote computer
by performing the following steps:

Instruct the remote user to launch the Techinline service (open
fixme.it) and install the Techinline add-on

Open the "Settings" menu located on the Kaspersky interface

Proceed to the "Threats and Exclusions" section located in the "Options" menu

What is/are the potential cause(s) of the following error message: "The remote machine
cannot capture the screen for the following reason The handle is invalid"

This error may be encountered in the following situations:

If the Client is logged in as a standard user (does not have administrative rights
on the machine) and has selected "No" in the first User Account Control (UAC) dialog
prompt upon launching the Techinline In this case, the Expert is unable to see the
UAC prompts which appear on the remote machine during a Techinline Remote Control
session, and receives the "Invalid Handle" error message instead. In order for the
Expert to see all UAC dialogs which appear during a Techinline session, the Client
must select "Yes" in the first dialog prompt which appears upon launching the Techinline
service and provide the administrator password on the machine.

Upon attempting to switch a Windows user during a Techinline Remote Control session.
At this time, switching users during a Remote Control session cannot be done. To
launch an application as a different user, please use the "Launch As..." command.

As the result of a Windows session for some reason being blocked on the remote
machine. For example, the error message will appear if the Client has connected
to a server through a Windows Remote Desktop Connection, launches the Techinline
service and accepts the Techinline connection, and then proceeds to close the Windows
Remote Desktop Connection. As a "work-around" to this problem, avoid the Windows
session being blocked. In the example provided above, this is done by maintaining
the Windows Remote Desktop Connection for the duration of the Techinline session.

After launching an application on the remote machine, I've lost the ability to control
the mouse and/or keyboard. What may be the cause of this problem?

Upon launching the Techinline add-on on Vista, Windows 2008, and Windows 7 with
an activated User Account Control (UAC), the Client is requested to provide elevated
permissions for the add-on. If the Client selects "Cancel" in the UAC dialog prompt,
the add-on will be launched with restricted privileges and access to applications
which require administrative privileges will be restricted. For example, if "Computer
Management" has been launched in "Run As Administrator" mode and the elevated permissions
have not been provided for the Techinline add-on, the Expert will be unable to control
the "Computer Management" application. Instead, the Expert may receive a white screen
along with an "Invalid Handle" message. There are two possible "workarounds" to
this problem:

The application which is blocking the Expert's control may be minimized or set
to inactive (focus set to another application). The Expert will now be able to control
the remote machine, but will lose control as soon as focus is set to any application
running in "Administrator" mode.

Ask the Client to select "Yes" in the first UAC dialog prompt which appears to
the Client upon launching the Techinline service. As a result, the Techinline add-on
will be launched in "Administrator" mode and the Expert will be able to control
any applications on the remote machine.

Upon connecting to the client’s remote computer and selecting the Remote Control
or Remote View operation, all that I see is a black screen with the following message:The
remote machine cannot capture the screen for the following reason:Not enough
storage is available to process this command. What may be the cause of
this and how do I fix it?

It is possible that Comodo Antivirus is installed on the client’s machine,
and the Comodo Sandbox Security Level setting has been enabled.
To ensure proper functioning of the Techinline Remote Desktop, the Sandbox
Security Level setting must be temporarily disabled for the duration
of the remote session. To disable the Comodo Sandbox Security Level
setting on the client’s machine, please follow these instructions:

Disconnect the remote session with the Client on your Techinline Expert console.

Ask the remote user to right-click on the Comodo Antivirus icon
located in the system tray. Select the Sandbox Security Level option
and click Disable.

Obtain a new Client ID from the remote user to establish a new connection. You
should now be able to properly view and control the client’s desktop.

This problem may also be caused by other anti-virus software. To ensure that Techinline’s
performance is not blocked by any third-party software, we suggest temporarily disabling
any running anti-virus for the duration of the support session.

The Techinline team is in constant communication with various anti-virus software
vendors to ensure that our application’s performance is not disrupted by any
third-party products. We urge our users to contact our support department immediately
should they encounter any obstructions to Techinline’s performance by any
anti-virus software products.

When trying to launch the Techinline service, I am receiving the following message:
“Add-on update has not been completed.” What should I do?

Each new version of the Techinline Remote Desktop service requires an update of
the Techinline add-on. Upon launching the Techinline service and attempting to update
the Techinline add-on, you may receive the following error message: “Add-on
update has not been completed.”

Even after following the instructions provided in the browser window for removing
the Techinline, you may still encounter this problem along with the same error message:
“Add-on update has not been completed.” This issue occurs in Internet
Explorer 8 or later.

The add-on update can be completed only after you uninstall the existing version
of the Techinline add-on currently installed on your computer. If Internet Explorer
fails to remove the existing add-on, the add-on update will not be completed.

To resolve this issue, please do the following:

Remove the existing version of the Techinline add-on using one of the following
methods:

When I attempt to copy a file from my machine and try to paste it to the remote
machine I get a window that states that the files is being copied, but upon the
file transfer’s completion, the file does not appear in the target location
on the remote machine. What may be the cause of this?

Upon launching the file transfer, the progress bar appears to monitor the status
of the transfer. After the transfer has been completed, the progress bar should
disappear and the copied content should appear in the selected location on the target
computer.

If the machine to which the files are being copied is either Windows Vista or Windows
7, the copied files may not immediately appear in the target location due to a Windows
limitation. This limitation effects large file transfers that take several minutes
or more to complete. Although the files have been copied to the remote machine,
they do not appear in the target location.

If the file has not appeared in the target location following the file transfer’s
completion, simply paste it again. The transferred content will be immediately transferred
from cache and will appear in the target location without repeating the file transfer.

When operating in the Remote Control mode and attempting to perform an installation,
I receive a Windows User Account Control (UAC) pop-up to enter the admin password
on the remote machine. I can see the UAC dialog box but am unable to input anything
into its fields. What may be the cause of this?

The UAC prompt appears for various actions requiring Windows admin privileges, such
as performing installations on the machine or updating its Windows settings. The
User Account Control setting is available on the Windows 7 Operating System.

The described situation is encountered when the Expert is attempting to perform
system changes on a Windows 7 machine with an enabled UAC and the
Techinline service running in User Mode (the Client clicked
No in the UAC dialog upon launching the Techinline service). In this
case, the Expert is able to view the UAC dialog prompt but is unable to enter anything
into its fields.

To avoid this problem, the Client must launch Techinline in Administrator
Mode by answering Yes to the first UAC dialog prompt
which appears upon launching the Techinline service. This will provide the Expert
with full access to all UAC dialog prompts encountered during the remote session.

Essentially, the final decision is up to you and will depend on how many sessions
you envision using and with what frequency.

Using the pay-per-session plan is ideally suited for light or sporadic users. Because
you are not bound to use the sessions within a given time period, it is possible
to carry the sessions over for several months until they are required.

The pay-per-session plan also enables buyers to run numerous sessions concurrently
and sequentially, so there really is no limit as to how you use the sessions you
pay for.

Using the unlimited plan is perfect when you need a large number of sequential single
sessions over the period of a month or a year.

However, if you require multiple sessions to run at any one time, then you will
need to buy the appropriate number of unlimited plans or consider adding a pay-per-session
plan to your existing account.

If you are uncertain about which option is the most appropriate plan for you, please
contact one of our experts at sales@techinline.com,
who will gladly provide you with assistance and ensure that you make the right decision
for your needs.

The pay-per-session plan defines a single session as a 12-hour period, and begins
billing after the initial connection is established. You can connect and disconnect
to the same client any number of times during this period - this will be considered
a single session.

Example: You have connected to the computer of client A on Monday at 10:00 a.m and
disconnected at 10:13 a.m. You have created one session and it will be subtracted
from your total count of purchased sessions. Later that day, you have connected
to the computer of Client B at 01:00 p.m. and disconnected at 01:30 p.m. You have
used another session and this will also be deducted from your available sessions
by one session. At this time, you have used two sessions in total. If later that
day you connect to Client A's computer at 9:30 p.m. and disconnect at 10:30 p.m.,
your account balance remains the same, because that will still be considered the
as same session you had initiated earlier.

My per-session account was charged with another session after a repeated connection
to the same client, even though the 12 hours which are allocated by Techinline for
connecting to the same computer did not pass. Is this a mistake in your reports,
and what should I do to get my session back?

This is not a problem with our reports. Techinline uses cookies to keep track of
sessions, and in very rare instances, clients delete these cookies prior to connecting
again.

In this case, please send a request to support@techinline.com
with the session number(s) of the connections which were charged against you incorrectly.
All session numbers can be found in your account's Reporting Tool (My Account ->Reports).
A member of our support team will examine the case, and credit you with the lost
sessions.

Orders/Payment

Can I pay for Techinline Remote Desktop with a check?

If you selected a pay-per-session plan option, you should go to our
Buy Now page, select the appropriate pay-per-session plan, and click the "Buy
Now" button. Then, select "Mail" in the "Method of Payment" drop-down list and follow
the instructions.

For subscription plans, we also provide an option to make a check payment. You can
buy an annual subscription for $300. Please go
here to make an order. Bear in mind that this option is not self-renewing,
so you'll have to manually renew the subscription in a year.

Other than credit card, do you accept any other forms of payment for a yearly subscription?
Is it possible to get an invoice for a year?

Yes, we take payments other than credit card for a yearly subscription. You can
get an invoice or send a check by mail with a special annual plan. The plan is similar
to the yearly subscription plan with only one exception: it is not self-renewing,
so you'll have to manually renew the subscription in a year. Please go
here to make an order.

I have a Per-Session account and would like to purchase additional sessions to this
account. How can I do this?

Once you are down to the last few remaining sessions on your balance, a Purchase
menu containing all available session packages will appear on the interface of your
Techinline Per-Session account. Upon selecting the preferred session package from
the Purchase menu, you will be redirected to an online order form to complete the
transaction. The purchased sessions will be automatically added to the balance of
your existing Per-Session account.

I have an existing Techinline subscription license, and would like to purchase an
additional seat in order to run multiple concurrent connections. How can I do this?

In order to purchase an additional seat/license, go the Buy Now
page located on the Techinline website. Upon selecting the preferred license type,
click on the Buy It button to be redirected to the online order form. Select the
preferred number of additional licenses that you would like to purchase, and complete
the ensuing online order form. The “Email Address” indicated in the
online order form will be used as the Techinline username.

Upon the order’s completion, a confirmation email will be sent to your email
address containing the password for your newly purchased account.

If you would like to set up the new account using the same login credentials (same
username and password) as your existing order, please contact our Sales Department
either by phone or email: Phone: +1 617 381 4349 Email:
sales@techinline.com